The need to retain customer has become obvious. The operators together with equipment vendors are working to improve services quality, and focusing on managed services.
A recent study undertaken by Forrester suggests that, the managed services opportunity in India would touch $8.7 billion by 2013, and is poised to grow by CAGR of 19 per cent. More than 40 per cent of Indian businesses outsource their infrastructure managed services, and telecom equipment vendors are eying it as a strategic business opportunity.
The pure plays managed services work as an ecosystem and act as a catalyst and serve the entire industry.
“Telecom industry in India is achieving new heights; therefore efficiency has to be brought into the system through innovative tools and services. Managed services not only serve the operators but address consumer needs a well,” said Samar Mittal, head — Global Services Sales (India) Nokia Siemens Networks.
It’s no longer related to networks, operators or laying fiber optic only, but today retaining consumers has also become a critical aspect. Mittal said that customer experience has to be touching as well as quality-driven. With new technology coming in, the devices are changing rapidly.
“We should ensure that every device has a capability of what the customer want. Considering the phenomenal growth in data and devices, we should work together, and quality bar should be raised. As 3G and LTE is becoming a reality, managed services are becoming key focus areas for vendors like Nokia Siemens Networks, Ericsson and Alatel-Lucent,” he said.
According to Mittal, challenges for Cloud Service Providers (CSPs) include making networks for the future and enhancement of end-user experience. With the arrival of MNP, managed services holds a key to customer satisfaction, he said.
Mittal believes that service quality needs to be continuously monitored, and in order to reach the peak, a collaborative effort and approach is essential.